Intro
Part A
Listening
Part B
Body Language
Part C
Verbal Communication
Part D
Problem Solving
Effective Words
Communicating With Parents
Electronic Communication
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Part D: 9 Keys to Effective Problem Solving
- Separate: Separate the facts from the
emotion.Outside stress may be responsible for overreactions. Underlying issues,
such as basic differences in values, may be overshadowing conflict. Use appropriate
listening and communication skills in Parts A, B, and C to calm angry or upset individuals.
- Focus: Handle the situation and not the person.
- Identify: Identify the issues that need to be
and can be addressed. Acknowledge the issues that are out of your control. Agree to
problem-solve what can be changed.
- Prioritize: Decide which issues are the
most important.Deal with one at a time, that which is most irritating first.
- History: Consider how the problem came about.
- Brainstorm: Discuss possible solutions and
consider their consequences.Stay positive allowing all suggestions to be explored.
Refer to Effective Words Working for You.
- Agree: Agree on a solution.State
the goal, plan of action and decide who is doing what, when and how.
- Thanks: Thank the participants for
their time, effort and courtesy in working out the problem. Conclude on respectful terms.
- Follow up: Agree to touch base as
needed. Track the progress of the situation. If your solution is not working
reexamine the problem and brainstorm again.
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